Improved CSAT Up To 93% Leveraging Omnichannel Support for a Leading Air Conditioning Brand

About the Client

The client is a leading innovator and provider of advanced, high-quality air conditioning solutions for residential, commercial, and industrial purposes. Founded over a century ago, they have more than 7 business products and divisions catering to their customers around the globe.

Business Challenges

With highly competitive market and changing business dynamics, delivering exceptional customer service across multiple channels is crucial for success. However, our client,, faced several challenges in managing their customer interactions effectively. These challenges included:

High Call Volume and Long Wait Times: A high influx of inbound calls often overwhelmed their customer service team, leading to long wait times and frustrated customers.
Inconsistent Multi-Channel Support: Customers interacted with the brand through various channels like phone, email, and social media. However, the lack of a unified approach to managing these inquiries resulted in an inconsistent customer experience.
Limited Data Insights: Without the ability to analyze customer interactions effectively, the Client struggled to identify trends and areas for improvement in their service delivery.

Solution

The client partnered with JindalX in 2015, intending to improve their customer satisfaction, promoter score and leveraging an end-to-end personalised customer experience (CX) strategy.

To address these challenges and boost customer satisfaction (CSAT) scores during peak seasons, they partnered with JindalX, a leading customer experience solutions provider.

1. Omnichannel Support: We implemented a scalable customer support framework, integrating advanced ticketing systems and automated responses for routine inquiries. This empowered our support team to manage higher volumes with the best efficiency, ensuring swift resolution and satisfaction. We established a dedicated team to handle customer inquiries across all channels, including voice (inbound and outbound calls), chat, email, and social media messaging. This ensured a consistent and seamless experience for customers.

Our team offered omnichannel support to empower consumers with multiple communication channels, giving them the flexibility to get the solution to their queries. For example, we found that the first response time was almost 2.5X higher on email and chat support than voice support. Moreover, we provided them with the multilingual support to cater to different customer from different regions.

2. Highly Skilled Agents: We provided a team of highly trained and experienced agents with deep knowledge of the client's products and services. We hired a group of well-spoken, talented people leveraging our in-house, data-driven performance management solution, Xcellence. These agents were equipped to resolve customer issues efficiently and effectively.
3. Advanced Technology: We leveraged advanced technology solutions to streamline operations and improve service delivery. This included call routing software, real-time data analytics, and knowledge management systems.

After analyzing their historical sales data, we predicted the seasonal demand and variation for the partner. We also hired a dedicated team to work on their website queries from different microsites and address them accordingly. We managed to maintain over 150% of seasonal variation with our readiness and efficient demand forecasting, which resulted in a >13% decrease in customer attrition.

Outcome

JindalX has successfully addressed the challenges faced in customer experience management. Our solutions, including enhanced support systems, standardized resolution protocols, round-the-clock assistance, and a refined refund strategy, have significantly improved efficiency and user satisfaction. The implementation of our strategies resulted in some exceptional outcomes for the client:

Increased Customer Satisfaction (CSAT): The client’s CSAT score witnessed a significant increase. Customers were more likely to report positive interactions with agents, appreciate the efficiency of issue resolution, and feel valued throughout the process.
Reduced Average Handling Time (AHT): JindalX's skilled agents and access to product information through knowledge management systems led to a notable reduction in AHT. This improved efficiency allowed agents to handle a higher volume of inquiries, further reducing wait times and improving overall customer service levels.
Improved Net Promoter Score (NPS): The Client's NPS score also saw a positive increase. Customers were more likely to recommend the brand to others after experiencing the enhanced customer service provided by JindalX.

About JindalX

Founded in 1999, JindalX, part of the $30 billion OP Jindal Group, is a global business outsourcing company delivering exceptional customer experience (CX) solutions for businesses worldwide. We embrace the power of automation, follow a data-driven approach and harness human potential to provide our partners with the best CX. JindalX has served over 100 clients, including fortune 500 companies across 8+ industries like healthcare, financial services & insurance, real money gaming, edtech, and ecommerce, among others, in over 15 locations globally.